Marc De Graaf Email & Phone Number

Steenderen

Diemen

In this role I was responsible for the Business Operations Departments: 1) Administrative and Technical Service Agents, 2) Incident Managers, 3) Problem Managers, 4) Network Engineers (2nd and 3rd line), 5) Supply chain Managers, 6) Billing Manager and 7) an external team in India. The departments are responsible to service fixed telecom services, FMC telecom services, mobile services, units solving outages, administrative questions and billing issues for 30.000+ customers (from VSE to SME to Corporate) as NS, USG People, AT&T, Verizon and Van Gansewinkel. Teams consists of about 100 fte. Key activities  Developing, modelling and implementing the Incident Management and Problem Management process within Tele2 Business  Improve Customer satisfaction  Improve Employee engagement Steer and improve chain performance KPI’s  Setting up and maintaining a Continual Service Improvement structure and mindset using Agile Scrum methodsAchievements Improved Employee Engagement by 20% Improved Customer Satisfaction/NPS with 13 point Reduced FTE by 15%, 20 FTE successfully outsourced Improved Mean Time To Repair year over year (15% avg per year) Reduced waste (# incidents/credits) year over year (20 avg per year)

Amsterdam

In this role I was responsible for the Business Technical service Departments; 1) Technical service Agents, 2) Incident Managers, 3) Problem Managers and 4) Network Engineers. Teams consists of about 50 fteKey activities Monitor service levels and quality Improve Customer Satisfaction/NPS Reduce waste year over year Improve Mean Time To Repair year over year Improve employee engagement  Integrating two telecom companies – CDS and Bbeyond – that were acquired by Tele2

Diemen

In this role I was responsible for a team of 3rd line engineers, Teams consists of about 10 fte.Key activities Monitor service levels and quality Improve Mean Time to Repair  Reduce waste (# incidents) Improve Employee Engagement

In this role I worked as a 3rd line engineer, specialisation in transmission; SDH, Ethernet, DSL, Fibre, etc. Key activities Solve incidents within the customer SLA Implement chain improvements, like increasing FTR on the first line  Train 1st/2nd line engineers Create training documents and maintain the knowledge base

Taakomschrijving: • Oplossen van incidenten voor groot Zakelijke en Wholesale klanten• Voornamelijk op Nortel Ethernet, Nortel SDH, Copper Mountain en UT Starcom DSLAM, Alcatel ATM en Cisco IP platform gebaseerd op koper en fiber Access.

Zutphen

In this role I worked as an IT engineer. I worked for a small local company with 5 colleagues. We supported consumer and business customers.Key activities Maintaining and building desktop PC’s and network servers Maintaining and building company networks (LAN) Train and support (new) staff

Hbo Customer Management, Customer Management, Bachelor

Activities and Societies: Philipse Business School

Situationeel Leiderschap Ii

Nsn, Nokia Siemens Networks – Cet 2.0 Nmc (Ct3602-01A)

Alu, Alcatel 7302-7330/5523 Isam Operator

Hg, Communication For Excellence

Sysqa, Succes Met Requirements

Nortel, 5241A Optical Multiservice Edge 6500 Operations & Maintenance

Nortel, 5695A Optical Metro 4000 Series Operations And Maintenance

Bbl, Medewerker Beheer Informatiesystemen